Being Offline for 5 days

My wife's phone got ****** on wednesday 31 Jan 2018. Stopped it and did a SIM swap on the thursday together with a SIM that we lost on another phone. The other SIM was activated by the evening, but not my wife's one. Then I was told they think the SIM is broken I must come and fetch a new one. Fetched the new one on friday afternoon and still not activated as I post this complaint. I phoned this morning 5 Feb 2018 at 10:08 and the lady at 809 told me that the SIM card ( ********** 736) that was given to me is assigned to another number and that I will have to get a new SIM card (third one). What do I do now. This is a business number and I am getting nowhere. I asked to speak to her supervisor and she basically told me that, that will not help because the supervisor will follow the same procedures as she does. How is it possible for me to have a SIM that is assigned to another number?